--001a11409130c1ed30054780f826 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: quoted-printable *This quarter's focus strategy is on increasing the Average Length of Stay (ALOS) for Home Care Assistance clients.* Did you know if a client stays with you for over 90 days the odds are in your favor to retain that client an additional eight months? The HCA support team analyzed the crucial metric of client retention and found the ALOS per client for the entire HCAF network is four months and three days. We then took a step back and reviewed the ALOS after the four month and three day period, and if we look at clients that stay with HCA for at least 90 days, client retention jumps to 11 months. So, how do we increase our current client base to reach that tipping point? We do it by introducing our new and expanded *Start of Care Service Guide from the first four weeks to the first 12 weeks.* *What=E2=80=99s new? *We=E2=80=99ve incorporated new add value activities a= nd interactions to create client retention and loyalty. We will give you new ways to create "exit barriers" to help ward off competition due to price, etc. in the form of HCA *only* =E2=80=9CValue Add= s=E2=80=9D that may not have been needed or wanted at the beginning of a client's service with HCA. These pre-set activities are perfect reminders to introduce and keep our differentiators at the forefront of our client and family members' minds. Discussing CTM, H2H, Healthy Longevity Webinars, just to name a few, are engaging ways of continually showing value and reminding your client why they chose HCA. We will introduce new ways to work closer with your clients and their families by developing and fine tuning the top tiers of our Balanced Care Method. You=E2=80=99ll find we=E2=80=99ve integrated the introduction of Home Care = Pulse at just the right time. HCP interaction will create additional opportunities for you to connect with your client and their family by working through corrective action on an issue you may not have been aware of or adding more of what your client loves about HCA! We also built in ideas on how to customize special treats based on what your clients love and calendar observances such as Heart Month or specific dates important to your client. Lastly, our Growing Bolder session at the conference in Denver helped drive more awareness of what positive engagement with a client looks like. We have put your brainstorming ideas into action with ideas that you can use to create that WOW! experience with your clients and their loved ones. *Our strategy webinar will be held on Friday, February 17th at 10am PST/1pm EST*. To register, please visit https://attendee.gotowebinar.com/register/ 6544645432297669377 . During our webinar, we will showcase the franchisee with the highest ALOS, Lori Wengerd, owner of HCA Columbus, OH, who will be sharing her secrets to client retention. Lori is excellent at client retention, keeping them 13 months on average! We will s